Service Desk Lead

Overview

The Service Desk Lead manages and mentors service desk staff, ensuring they are well-trained and equipped to handle inquiries and technical issues effectively to provide the full range of Information Technology (IT) Delivery and Operations Support Services (DOSS) required to support FLETC's mission.

Responsibilities

• Oversee the daily operation of the service desk to include monitoring performance metrics and service level agreements (SLAs).
• Act as the primary point of contact for escalated issues to ensure FLETC expectations are met and that the service desk provides a high level of support.
• Responsible for identifying and implementing service improvement initiatives.
• Coordinate with other IT sections to resolve issues and ensure that the service desk continuously evolves to meet changing business needs.
• Analyze performance data to identify trends and areas of improvement to provide regular reports to management on service desk performance.

Qualifications

Required:

• Bachelor's degree or equivalent experience in Information Systems, Computer Science, or Computer Engineering.
• Minimum of five years of detailed experience in Help Desk / Service Desk, coupled with five years of experience in IT, including operational, support, and management services.
• Public Trust

Preferred:

• Experience in implementing ITIL-based methods of using industry-recognized Service Desk ticket management software, such as Ivanti HEAT; HDI, ITIL, and Project Management certifications

Company Overview

Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.

Integral is headquartered in McLean, VA and serves clients throughout the country.

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!

Our package also includes:

· Medical, Dental & Vision Insurance

· Flexible Spending Accounts

· Short-Term and Long-Term Disability Insurance

· Life Insurance

· Paid Time Off & Holidays

· Earned Bonuses & Awards

· Professional Training Reimbursement

· Paid Parking

· Employee Assistance Program

Equal Opportunity Employer/Protected Veteran/Disability